Pretending to Care: AI, Empathy & Contact Centers

Join CallMiner’s Data Scientist, Kirsten Stallings, as she explains how insights from the field of Artificial Empathy can be applied to contact center analytics in order to elevate the customer experience. This webinar will highlight how the art/science of understanding the customer is far more complex than a well-timed empathy statement from a well-oiled machine, and we’ll share the data that proves it!

Webinar Details

  • Date: Tues. March 23rd
  • Time: 2 p.m. ET | 11 a.m. PT
  • Length: 1 hour

Meet the Speakers

Brian LaRoche_speaker image.jpg
Kirsten Stallings
Data Scientist
Brian LaRoche
Director, Event & Field Marketing

You'll learn:

  • What ‘artificial empathy’ is
  • How lessons from artificial empathy can be applied to contact center best practices
  • What AI and machine learning has found that agents and customers are apologizing for
  • How those apologies change across use cases
  • How speech analytics tools can work in conjunction with AI to uncover the effects of human-produced artificial empathy on CX